Associate Service Specialist

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Salary Range:

A strong internal candidate has been identified for this position, however, we are still accepting applications from other qualified candidates.

Position Summary

Reporting to the Lead Service Specialist; the Associate Service Specialist is responsible for desktop and mobile phone support to Columbia University Information Technology (CUIT) customers. The Incumbent will be part of a team that provides onsite and remote first and second level support for over 2000 users on and off campus for hardware, software, and networking issues and installations.

Responsibilities

• Works with other members of the group on process improvements and day to day management of user issues.
• Develops new solutions and improvements to existing systems.
• Creates documentation for peers and end users.
• Participates in the planning and implementation of upgrades, installations and hardware/software customizations.
• Keeps abreast of current trends in IT.
• Works with vendors and other CUIT staff to troubleshoot, research, resolve and document problems and their resolutions.
• Maintains good relationships with customers, peer technical groups and other IT support organizations/groups.
• Works well in a team environment.
• Weekend and off-hour work may be necessary on occasion.
• All other duties as assigned.

Minimum Qualifications

• Bachelor’s degree and/or its equivalent required.
• Minimum 2-4 years’ related experience.
• Strong customer service and communication skills.
• Minimum 2 years’ experience in a client facing IT support environment.
• Proficiency with Windows and Mac operating systems.
• Must have a Windows networking and support background.
• Strong organizational skills.
• Excellent verbal and written communications skills.
• Ability to work with minimal supervision.
• Ability to work weekend and off-hour work on occasion.

Preferred Qualifications

• Knowledge of JamF, SCCM, Bomgar, Code42 crashplan or other enterprise backup solution.
• Knowledge of an incident management solution like ServiceNow.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.